Training & Implementation Specialist, Accounts Management
November 2001 to September 2005
TransACT Communications, Inc.; Concordantly, designing and conducting company training programs for customers; monitoring and reporting the effectiveness of training and implementation programs for customers throughout duration of each annual subscription; designing the training/implementation plan; familiar with a variety of the field's concepts, practices, and procedures; success was dependent on my field and customer experience and judgment to plan and accomplish goals, in addition to close relationships developed with care with the majority of our 3,000+ customer base; Accountable to achieving 80% annual customer retention rate, and acquiring 20% increase in annual profits through presentations to prospective customers. Reported directly to the president/CEO of the company. A wide degree of creativity and latitude contributed to my success.
Supervisor, National Customer Care Team
November 2001 - September 2005
TransACT Communications, Inc.
Hiring and evaluating training new and experienced Customer Care Representatives and Account Managers, monitoring team competencies and working with them on professional development; monitoring and recommending changes to products or services to fulfill customer needs; constant professional development in order to design, implement, and improve process or operational policies; success depends on my field and customer experience and judgment to plan and accomplish team goals.